Complaints and alternative dispute resolution

1. Complaints

If you are in difficulty or wish to make a complaint whilst on holiday, this must be reported to us and the Service Provider or their local representative without undue delay. You must, as a strict condition of your booking, obtain a written record of your complaint from the Service Provider or their representative at the time the issue arose. If you are unable to speak to the Service Provider or their representative whilst on holiday, you should contact our On Holiday Support team on 00 44 (0) 203 870 6830 or the number given to you in your pre-departure information (Monday to Sunday 9am to 5pm GMT. Outside of these hours, we provide an on-call “emergency” service only). You may also contact us via live chat.

If you fail to follow this reasonable procedure there will be less opportunity for us or the Service Provider to investigate and rectify your complaint. Any compensation you may be entitled to could be reduced or extinguished as a consequence.

Please note that we do not currently have our own representatives and nor have we authorised anyone else to be our representatives in resort. Therefore, it is imperative that if you cannot speak to the Service Provider or their representative at the time, you contact the On Holiday Support team above.

If you wish to complain when you return home, please send a detailed complaint through our ‘Post Travel Query’ form in the My Holiday Details section of Manage My Booking, including your written report from the Service Provider or their representative, and any additional documentation supporting your claim.

Please send your complaint within 28 days of your return as the sooner we receive it the easier it is for us and the Service Provider to investigate accordingly. Please allow us the industry-standard period (typically 28 days, but in times of exceptionally high contact levels, up to 56 days) to respond.

Complaints received outside of 28 days of your return may mean we and/or your Service Providers are unable to offer a detailed response, or offer any compensation and/or it may lead to the rejection of your complaint entirely.

We will manage the complaint process on your behalf aiming to provide you a full response within 28 days. If the matter cannot be resolved informally, the provisions of paragraph 16 below will apply.

2. Alternative Dispute Resolution

If we are not able to resolve a dispute informally, we will discuss with you the most effective way of resolving the dispute using mediation or arbitration based on the nature of the dispute.

If you remain dissatisfied, you can request the matter be resolved through independent Arbitration through Hunt ADR. If you wish to make an application for Alternative Dispute Resolution (“ADR”), please contact us with your request and we will send you an application form to complete and return to Hunt ADR along with their processing fee.